Gainsight

APRIL 14, 2022

In fact, even if you keep your sales, marketing, and product efforts static, you’d see improvements to your NRR if you invest in customer success. It’s not just your current bottom line that’s affected: NRR is also the top metric that investors look at when making decisions about where to put their money.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Throwing head count at the customer challenge is not necessarily the automatic solution.

Chief Customer Officer 80

Chief Customer Officer Return on Investment Leadership Customers 80

Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. During this time he really made a science of understanding the customers and looking at the data from multiple angles. Be patient with yourself (good life advice in general, yes?).

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Innovation 131

Customer Bliss

AUGUST 22, 2018

11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. Clear metrics exist for measuring progress that everyone agrees to use. Implementation tip : Start with customer-asset metrics. Yes, there is.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Episode Overview. She has been in the role now for almost 40 months. About Camille. Don’t give up!

Chief Customer Officer 100

Chief Customer Officer How To Return on Investment Leadership 100

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Establish baseline metrics for defining performance. Unite the senior leadership team on goals and metrics, guiding principles and tenets of the business. Establish listening with employees and customers. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Customer Bliss

FEBRUARY 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. ” Did You Honor Your Customer? So, for every key meeting we want to give leaders this fearless, simple metric of our ability to earn this and grow this asset.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

Metrics 62

Metrics Effort Score ROI Policies 62

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Connect With Margie. At 3:22, a discussion about organizational alignment for customer growth begins.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Customer Bliss

AUGUST 23, 2016

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Metrics: Everyone in business is loving data, analytics, and metrics these days — but it’s really important in newer leadership slots like CCO work. About Darryl.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. Years 1 through 3: Chief Customer Officer Priorities. FIX: Fix unreliable priority customer experiences.

Chief Customer Officer 183

Chief Customer Officer How To Leadership Meeting 183

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Honor and Manage Customers as Assets of the Business.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

OCTOBER 11, 2016

If you have an organization totally designed around silo-by-silo action plans, metrics, surveys, and strategies … you’re going nowhere and customer churn will be through the roof. You need to unify the areas and don’t let operations or finance grab at customer metrics in their own vocabulary.

Chief Customer Officer 0

Chief Customer Officer Hospitality Industry Travel 0

ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? Shortcut: How Analogies Review Connections, Spark Innovations, and Sell our Greatest Ideas , by John Pollack. Company : DataCamp.

Chief Customer Officer 40

Chief Customer Officer eBook Customer Success Software 40

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Gainsight

MARCH 1, 2024

From leveraging emerging technologies to fostering deeper connections, these trailblazers illuminate the path ahead, guiding us towards a future where customer success is not just a strategy but a transformative force driving efficient growth and customer delight.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Customer Bliss

NOVEMBER 22, 2016

Different silos are chasing different things and using different metrics. You need to have clarity on what “customer experience” means and how that translates to scope of work. We’ve talked about this on my site before, but a lot of western business, first-world work doesn’t have a strong sense of priority.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Customer Journeys 100

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. Strategist – Knows that CX is more than fluffy, feel-good words about customer happiness. He or she knows how to connect vision to reality and equips the visionary with words to tell the CX story.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. At the end of all 32, I asked the guest — typically a Chief Customer Officer or someone who owns customer experience at their organization — what I call my “pay it forward” question. “I’m

Customer Experience 0

Customer Experience Chief Customer Officer Social Media Connections 0

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

MARCH 26, 2015

Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. The problem is these disconnected actions don’t amount to anything significant for customers. How about consistent metrics everyone agrees to? I didn’t think so.

Chief Customer Officer 100

Chief Customer Officer Metrics Roadmap Meeting 100

Customer Bliss

JUNE 6, 2018

Here are the five competencies that I have successfully worked around the world with organizations to deliver – to develop a business growth strategy – and a customer-driven growth engine: In this Competency, the work is to align leaders to make a defining performance metric – the growth or loss of your customer base.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

Chief Customer Officer 100

Chief Customer Officer Company Customer Experience Customer Centricity 100

Customer Bliss

NOVEMBER 17, 2017

Simply put, your clarity of purpose must guide operating decisions; it needs to be crafted with the customers’ journey at its core * (Tweet this). . Without it, people’s work will be defined by internal metrics, not by earning the right to customer growth. To get the customer to add more options”.

Chief Customer Officer 129

Chief Customer Officer Customer Journeys Case Study Customers 129

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

TechSee

MARCH 7, 2023

Elizabeth has been leading the conversation on how our new connected homes and devices are changing how we live and documenting service evolution for nearly 25 years. Jeanne Bliss, CEO Customer Bliss – Jeanne Bliss guides companies to achieve business growth through leadership bravery and elevated business practices.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

Experience Investigators by 360Connext

MARCH 8, 2018

A formal CCO (Chief Customer Officer) or CEO (Chief Experience Officer) is not important by title, but by the role they play in connecting the departments and employees of a company to create a unified, effortless, distinguished customer experience. You’re in charge of #CX!'”

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

Calabrio

JULY 26, 2017

In a recent survey of senior leadership across the United States and United Kingdom, which appears in Calabrio’s Success in The Experience Era: Connecting Customer and C-Suite , 100 percent of senior leader respondents list the customer as the chief priority. That’s where the Chief Customer Officer (CCO) comes in.

Chief Customer Officer 124

Chief Customer Officer Competitive Advantage Leadership Customer Retention 124

Blake Morgan

JANUARY 23, 2023

People who feel like they’re friends with you as a brand and connect with you in that way will want to buy whatever you represent. Think like a Chief Customer Officer. But marketers need to understand that no one metric alone will be a determining factor. Create brand moments.

Customer Experience 64

Customer Experience Chief Customer Officer Social Media Brands 64

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! Forming these connections also allowed her to be an internal advocate for her global partners. Amanda partners with senior leaders across the company to increase a customer-centric culture at the company.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Customer Bliss

NOVEMBER 12, 2015

The Chief Customer Officer (CCO) role will evolve as you progress in implementing the five competencies and moving through the customer experience maturity phases: Commit, Unite & Build, Embed, Mature, and Elevate. Fix unreliable priority customer experiences. Remove employee obstacles. Deliver value.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Connections 100

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Episode Overview. She has been in the role now for almost 40 months. About Camille. Don’t give up!

Chief Customer Officer 100

Chief Customer Officer Return on Investment Leadership Hospitality 100